Can I get help from someone on the refund team about a denied request?

I have purchased Naruto x Boruto Ultimate Ninja storm connections and I cannot play online at all (despite trying for 5 days now and still haven't gotten a single online match). It's still within the 14 day purchase but I realized after my denial that I may have misclicked and put the wrong reason for the refund request.

I used my microsoft balance to purchase the game and I am requesting a refund for the reasoning of the game being broken in a very important aspect that makes it unplayable. I reached out to xbox support on X and was told that someone from the refund team would email me about the refund decision. I still have yet to receive an email about it.

:)